Work Order Creation from PeopleSoft CRM and Third-Party Help Desk Applications

You can use PeopleSoft CRM and third-party help desk applications to create a work order. When a help desk agent receives a call or a self-service notification that involves a problem that the agent cannot resolve without the intervention of one or more technicians, the agent can create a PeopleSoft Maintenance Management work order directly from the help desk application. The help desk can access the assets in PeopleSoft Asset Management and the problem tree, shops, and work order priorities in PeopleSoft Maintenance Management using the PeopleSoft Integration Broker. In addition, the help desk application maintains a history of all transactions that are sent to PeopleSoft Maintenance Management. When a help desk agent creates a work order, the system sends a series of messages between PeopleSoft Maintenance Management and the help desk application using the Integration Broker. The help desk initiates the first message to create a work order to PeopleSoft Maintenance Management. Then, PeopleSoft Maintenance Management responds by sending a message that contains the new work order number and the status. If the system fails to create a work order, then the response message contains the errors that are relevant to the failure.

Once PeopleSoft Maintenance Management creates the work order, the system notifies the help desk of key events, which include a change in the work order header status, a change in the work order description, or a request for additional information. A request for information is usually sent to the agent in an email containing an embedded URL. The Technician Workbench in PeopleSoft Maintenance Management indicates that the technician is awaiting a reply to this request. If the agent responds to the email through the URL, the Technician Workbench indicates that the agent replied to the email. A work order technician can also add a note and the agent can respond to the note within the work order without using email. After the work order is completed, the system updates the help desk application with the status change and notifies the agent of this status. If nothing else is necessary to complete the work order, the agent indicates that the problem is resolved and notifies the requester. If the requester is satisfied with the solution, then no further action is required. The agent can close a case without affecting the work order. The technician can manually close the work order or the work order will close automatically within a given time period. However, if the solution was not satisfactory, the requester can instruct the agent to keep the help desk case open. The agent might then respond by creating a new work order.